Green Initiative in Hotels: Analysis, Implementation, and Improvement

This assignment provides an analysis of a hotel's green initiative, focusing on customer behavior and process improvement. It utilizes tools such as fishbone diagrams and Pareto charts to identify issues, like wet towels and lack of information, that hinder the adoption of green practices. The project proposes solutions, including improving towel arrangements, making cards more accessible, and enhancing the hotel environment to encourage customer participation. The assignment culminates in a revised flowchart and standard operating procedures (SOPs) for the front office and housekeeping departments, emphasizing the importance of staff reminders and ensuring the implementation of sustainable practices to improve customer satisfaction and environmental sustainability.

Project Part 3 (Analyze)

1. Fishbone Diagram for the current situation is given in the image below:
The diagram led to the understanding that there were some key issues that were leading to the
lack of selection of green option by the customers visiting in the hotel. It was identified that
customers used to find wet towel and in most of the cases, they rarely found any card that
could be placed the bed. The lack of card despite having the knowledge about the process
does not allow customers to use this facility. Another issue was the lack of knowledge about
the selection of green option. This might have resulted from the staffs forgetting to share or
ignorance of customers in knowing about the things on offer. Moreover, delayed assistance
from the staff members might be one of the reasons for not picking the facility.
2. Pareto Charts from the given data is shown in the following sub-sections.
i) Housekeeping Survey

ii) Guest Data
3. After the above assessment, the changes that are to be made are in arrangement of towels,
availability of card at visible places, and improving the environment to persuade the
customers to do so. The first two changes are from the fact that the Pareto charts developed
earlier have identified these as the critical elements to be improved. Another thing to be
improved is the ability of the hotel to persuade the customers. The environment within the

hotel to be changed in a manner that customers interact with the idea of going green from the
moment they come in contact with the company.
4. Revised Flowchart of the Process
5. Standard Operating Procedure
Given below are the standard operating procedures for the Front Office/Housing Department
that should be implemented to ensure that the adoption of Green is improved:
- The Staffs should ensure that there is no wet towel in the room
- The availability of card should be at more than one place and within the reach of
customers
- The housekeeping and front office staffs must remind customers about the green steps
of hotel at least once.